Definition of call center system:
A call center can be defined as an integrated call center that enables you to manage and organize sending and receiving calls and responding to customer inquiries efficiently. It is a system that makes work more flexible and perfect. In addition to some of the advantages it offers, such as: reports to measure the level of employee performance for each call, automatic response – IVR to meet customer needs and control the management and distribution of calls.
Automated reply
Considered one of the most important functions of the call center system, pre-recorded messages are an effective option to help your customers get information easily in case they leave a message. It also provides the option to direct customers from one department to another so that you don’t miss a call.
Call distribution
When incoming calls reach the call center they are routed to the available person, but when all the customer service representatives are busy with other calls the call center system allows you to hold the call and hear some recorded promotions and offers until someone answers. It allows the ability to record voice messages “if you wait too long and then call back”.
Record incoming and outgoing calls
This feature is considered one of the most important criteria on the basis of which a call center is established. Customer service centers want to improve the experience of customer satisfaction to retain their loyalty and ensure the quality of service provided by call center employees, along with preparing reports and analyzes to identify the strengths and weaknesses of each employee and to identify problems that affect customer service and attempt to fix them.
The ability to create detailed reports, analytics, and monitors
The call center system provides reporting and analysis. Which helps measure the average number of outgoing and incoming calls per employee, average call time, and waiting time. It also provides special features for managers and supervisors to enable them to understand the working hours of each employee in terms of being busy or temporarily out during working hours, or employees who perform well and in a professional manner that makes them deserving of reward. It allows managers to be present and listen during call times and the ability to direct employees without hearing customers. These reports help you monitor and evaluate your employees, enabling you to provide your customers with a more professional and valuable service.
Sectors that need the call center system
Cargo sector
Building a cloud call center for shipping companies is one of the best solutions that most companies resort to these days. It facilitates communication with customers on all social media channels.
Restaurants and hotels sector
The restaurant and hotel sector relies heavily on call center systems to receive customer orders over the phone, manage them effectively, maintain customers and attract more audiences. So it is very important to build a professional call center.
Trade and business sector
Building a call center system for companies and commercial sectors that allows you to manage incoming and outgoing calls, communication between team members, and take advantage of its multiple features, such as unified numbers, automated response – IVR – real-time reporting and continuous analytics.
Medical services sector
Creating a cloud clinic call center can convert patients into paid customers. Most patients interact with the call center to answer their inquiries before going to the clinic or hospital, as well as before scheduling an appointment. The call center is committed to addressing patients’ problems and providing better services to reduce patient complaints. In addition to, good customer service helps your patients come back when they need help, which increases patient loyalty and therefore returns on investment.